System for connection channel adaption using robotic automation

ABSTRACT

Embodiments of the present invention are directed to providing connection channel adaption using robotic automation. The invention leverages a robotic process automation module to generate an operation record based on previous user device input in order to automatically recover and continue a previous interaction with an entity platform conducted over a terminated connection channel. The system automatically establishes a new connection channel upon determining the initial channel termination while retaining previous user input interaction progression within the entity platform. Further, the module may be configured to transform the user input to be compatible with the new connection channel allowing for seamless continuation of the interaction to minimize downtime.

BACKGROUND

With an increasing dependence on technology, computer systems, devices,and communication networks are relied upon to complete various tasks toincrease user and/or process efficiency. However, difficulties such asprogram crashes, operating errors, and network communicationdisconnections can present themselves and interrupt typical operation ofa system, device, or channel. Therefore, there is a need for a tool foradapting said systems, devices, and networks to overcome saiddifficulties and alleviate related inconvenience.

BRIEF SUMMARY

The following presents a simplified summary of one or more embodimentsof the invention in order to provide a basic understanding of suchembodiments. This summary is not an extensive overview of allcontemplated embodiments, and is intended to neither identify key orcritical elements of all embodiments, nor delineate the scope of any orall embodiments. Its sole purpose is to present some concepts of one ormore embodiments in a simplified form as a prelude to the more detaileddescription that is presented later.

Embodiments of the present invention address these and/or other needs byproviding a system, computer program product, and computer-implementedmethod for connection channel adaption using robotic automation. Theinvention may be exampled by a system which defines a specificembodiment of the invention. The system typically comprises a memorydevice comprising an entity platform associated with an entity and arobotic process automation module; a communication device incommunication with a plurality of user devices associated with a uservia a network; and a first processing device operatively coupled to thememory device and the communication device, wherein the processingdevice is configured to: establish a first communication channel with auser device associated with the user; receive, via the firstcommunication channel, a first user input from the user on the userdevice for interacting with the entity platform; configure the roboticprocess automation module based on the first user input, wherein therobotic process automation module is configured to execute the firstuser input on the entity platform via one or more communication channelsin response to (1) the first communication channel being terminated and(2) a second communication channel being established; detect atermination of the first communication channel; based on detecting thetermination of the first communication channel, automatically establishthe second communication channel with the user device associated withthe user; in response to (1) detecting the termination of the firstcommunication channel and (2) establishing the second communicationchannel, execute with the robotic process automation module via thesecond communication channel, the first user input on the entityplatform; receive, via the second communication channel, a second userinput from the user on the user device for interacting with the entityplatform; and merge the first user input executed with the roboticprocess automation module and the second user input to create a completeuser input itinerary, wherein the complete user input itinerarycomprises all user inputs over the course of an interaction with anentity.

In some embodiments, configuring the robotic process automation modulebased on the first user input further comprises configuring the roboticprocess automation module to transform the first user input from a firstformat compatible with the first communication channel to a secondformat compatible with the second communication channel.

In some embodiments, the robotic process automation module is configuredto transform the first user input from a first format to a second formatbased on manual configuration, a look-up table, past interactions,and/or identifying extracted values, entries, or keywords from entryfields.

In some embodiments, establishing the one or more communication channelscomprises: establishing a third party communication channel with a thirdparty system; and integrating the third party communication channelwithin the entity platform to present the user with a unified thirdparty communication channel within the entity platform.

In some embodiments, the first processor is further configured to:attempt to reestablish the first communication channel beforeestablishing the second communication channel; determine a failedattempt to reestablish the first communication channel; in response todetermining the failed attempt, automatically establish the secondcommunication channel.

In some embodiments, the first processor is further configured toattempt to reestablish the first communication channel a predeterminednumber of times or for a predetermined length of time beforeautomatically establishing the second communication channel.

In some embodiments, the first processor is further configured to:configure the robotic process automation module based on the first userinput and second user input, wherein the robotic process automationmodule is configured to execute the first user input and the second userinput via the one or more communication channels in response to (1) thesecond communication channel being terminated and (2) a thirdcommunication channel being established; detect a termination of thesecond communication channel; based on detecting the termination of thesecond communication channel, automatically establish the secondcommunication channel with the user device associated with the user; inresponse to (1) detecting the termination of the second communicationchannel and (2) establishing the third communication channel, executewith the robotic process automation module via the third communicationchannel, the first user input and the second user input on the entityplatform; receive, via the third communication channel, a third userinput from the user on the user device for interacting with the entityplatform; and update the complete user input itinerary with the thirduser input.

In some embodiments, the third communication channel is the firstcommunication channel and the first communication channel isreestablished upon termination of the second communication channel.

In some embodiments, the first, second, and third communication channelsare different communication channels.

In some embodiments, the one or more communication channels comprise anapplication installed on the user device, a phone line, a textcommunication or chat, a webpage, and an in-person interaction with arepresentative of the entity.

In some embodiments, the entity platform comprises an integratedinteraction system configured for communicating and interacting with theuser via the plurality of user devices.

In some embodiments, the robotic process automation module is installedon the user device over the one or more communication channels andexecutes, via a second processor associated with the user device, inputon the user device.

In some embodiments, the robotic process automation module simulatesactual user input with the user interface by interacting directly with apresentation layer of the entity platform instead of a data layer.

In some embodiments, the termination of the first communication channelis unintentional.

In some embodiments, the first communication channel is terminatedintentionally based on determining at least one of a channel error and auser difficulty associated with the first communication channel.

In some embodiments, the second communication channel is established viaa second user device associated with the user.

In some embodiments, the second communication channel is selected basedon user preferences of the user.

The features, functions, and advantages that have been discussed may beachieved independently in various embodiments of the present inventionor may be combined with yet other embodiments, further details of whichcan be seen with reference to the following description and drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

Having thus described embodiments of the invention in general terms,reference will now be made the accompanying drawings, wherein:

FIG. 1 provides an automated connection channel adaption system andenvironment, in accordance with an embodiment of the invention;

FIG. 2 provides a high-level process flow for configuring a roboticprocess automation module, in accordance with embodiments of theinvention;

FIG. 3 provides a high-level process for recovering a terminatedinteraction using a robotic process automation module, in accordancewith embodiments of the invention; and

FIG. 4 illustrates communication channel categories, in accordance withsome embodiments of the invention.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Embodiments of the present invention will now be described more fullyhereinafter with reference to the accompanying drawings, in which some,but not all, embodiments of the invention are shown. Indeed, theinvention may be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein; rather, theseembodiments are provided so that this disclosure will satisfy applicablelegal requirements. Like numbers refer to elements throughout. Wherepossible, any terms expressed in the singular form herein are meant toalso include the plural form and vice versa, unless explicitly statedotherwise. Also, as used herein, the term “a” and/or “an” shall mean“one or more,” even though the phrase “one or more” is also used herein.Furthermore, when it is said herein that something is “based on”something else, it may be based on one or more other things as well. Inother words, unless expressly indicated otherwise, as used herein “basedon” means “based at least in part on” or “based at least partially on.”

A “user” as used herein may refer to any entity or individual associatedwith the automated connection channel adaption system. In someembodiments, a user may be a computing device user, a phone user, amobile device application user, a financial institution customer (e.g.,an account holder or a person who has an account (e.g., banking account,credit account, or the like)), a system operator, database manager, ahelpdesk support technician, and/or employee of an entity. For example,a user may be a user of a computer system or device that attempting toconnect and interact with an entity, while another user may be ahelpdesk technician or support representative assigned to process anytasks requested of the entity during the interaction. In someembodiments, identities of an individual may include online handles,usernames, identification numbers (e.g., Internet protocol (IP)addresses), aliases, family names, maiden names, nicknames, or the like.In some embodiments, the user may be an individual or an organization(i.e., a charity, business, company, governing body, or the like).

Furthermore, as used herein the term “user device” may refer to anydevice that employs a processor and memory and can perform computingfunctions, such as a personal computer or a mobile device, wherein amobile device is any mobile communication device, such as a cellulartelecommunications device (i.e., a cell phone or mobile phone), personaldigital assistant (PDA), a mobile Internet accessing device, or othermobile device. Other types of mobile devices may include portabledigital assistants (PDAs), pagers, wearable devices, mobile televisions,gaming devices, laptop computers, cameras, video recorders, audio/videoplayer, radio, global positioning system (GPS) devices, or anycombination of the aforementioned. In some embodiments, a user devicemay refer to an entity's computer system, platform, servers, databases,networked devices, or the like. The user device may be used by the userto access the system directly or through an application, online portal,internet browser, virtual private network, or other connection channel.The user device may be a computer device within a network of connectedcomputer devices that share one or more network storage locations.

As used herein, the term “resource” may be used to refer to elements ofone or more computing devices, networks, or the like available to beused in the execution of tasks or processes. A resource may includeprocessor, memory, or network bandwidth and/or power used for theexecution of tasks or processes. A resource may be used to refer toavailable processing, memory, and/or network bandwidth and/or power ofan individual computing device as well a plurality of computing devicesthat may operate as a collective for the execution of one or more tasks(e.g., one or more computing devices operating in unison or nodes of adistributed computing cluster).

In accordance with embodiments of the invention, the term “entity” maybe used to include any organization or collection of users that mayinteract with the connection channel adaption system. An entity mayrefer to a business, company, or other organization that eithermaintains or operates the system or requests use and accesses thesystem. The terms “financial institution” and “financial entity” may beused to include any organization that processes financial transactionsincluding, but not limited to, banks, credit unions, savings and loanassociations, investment companies, stock brokerages, asset managementfirms, insurance companies and the like. In specific embodiments of theinvention, use of the term “bank” is limited to a financial entity inwhich account-bearing customers conduct financial transactions, such asaccount deposits, withdrawals, transfers and the like. In otherembodiments, an entity may be a business, organization, a governmentorganization or the like that is not a financial institution.

“Authentication information” is any information that can be used toidentify a user. For example, a system may prompt a user to enterauthentication information such as a username, a password, a personalidentification number (PIN), a passcode, biometric information (e.g.,voice authentication, a fingerprint, and/or a retina scan), an answer toa security question, a unique intrinsic user activity, such as making apredefined motion with a user device. This authentication informationmay be used to authenticate the identity of the user (e.g., determinethat the authentication information is associated with the account) anddetermine that the user has authority to access an account or system. Insome embodiments, the system may be owned or operated by an entity. Insuch embodiments, the entity may employ additional computer systems,such as authentication servers, to validate and certify resourcesinputted by the plurality of users within the system. The system mayfurther use its authentication servers to certify the identity of usersof the system, such that other users may verify the identity of thecertified users. In some embodiments, the entity may certify theidentity of the users. Furthermore, authentication information orpermission may be assigned to or required from a user, application,computing device, or the like to access, write, delete, copy, or modifydata within at least a portion of the system.

To “monitor” is to watch, observe, or check something for a specialpurpose over a period of time. The “monitoring” may occur periodicallyover the period of time, or the monitoring may occur continuously overthe period of time. In some embodiments, a system may actively monitor adatabase or data archive, wherein the system reaches out to the databaseand watches, observes, or checks the database for changes, updates, andthe like. In other embodiments, a system may passively monitor adatabase, wherein the database provides information to the system andthe system then watches, observes, or checks the provided information.In some embodiments a system, application, and/or module (such as therobotic process automation module and/or the entity platform describedherein) may monitor a user input into the system. In furtherembodiments, the system may store said user input during an interactionin order to substantially replicate said user input at another time.

As used herein, an “interaction” may refer to any communication betweenone or more users, one or more entities or institutions, and/or one ormore devices, nodes, clusters, or systems within the system environmentdescribed herein. For example, an interaction may refer to a transfer ofdata between devices, an accessing of stored data by one or moredevices, a transmission of a requested task, a reporting and correctionof an error, or the like. In another example, an interaction may referto a user interaction with a user device through a user interface inorder to connect or communicate with an entity and/or entity system tocomplete an operation (e.g., request a transfer of funds from anaccount, complete a form, or the like).

As used herein, a “robotic process automation module”, “RPA module”,“robot”, or “bot” may refer to a, device, tool, system, application, orthe like for performing automated processes on a user device, computersystem, server, or the like. Robotic process automation may refer to theautomation of high-volume processes using said modules. The RPA moduleis typically specialized computer software or hardware installed on adevice that mimics user interaction with a user interface (UI). Forexample, an RPA module may provide inputs to the UI of otherapplications. The RPA module may only interact with a presentation layerof the computer system (i.e., the UI) and avoids more demandinginteraction with any underlying data layers or logic of the underlyingsystem in order to instruct operation of the user device, computersystem, application, or the like. In some embodiments, the module may beconfigured to repeat one or more tasks assigned to or stored by themodule. Further an RPA module is scalable, wherein a plurality of botsmay be used to perform various functions for high-volume applicationsrelated to executable tasks of said entity.

RPA modules or “bots” are used throughout various industries toautomatically execute one or more processes typically on the back-end ofa computing system or device. These bots can be embodied as customizedsoftware that can be installed on a computer system and that interactsdirectly with other devices, systems, applications, or the like in a waythat mimics user activity on said devices, systems, or application.These highly customizable bots can be configured to perform tasks suchas web-scraping, screen-scraping, gathering and comparing data, anddocument and data storage (e.g., in a central repository for futureaccess). However said bots also have the capability, based on theirconfiguration, to perform more complex tasks such as those tasksdescribed herein. Bots uniquely instruct other devices, systems, andapplications how to operate and accomplish assigned tasks.Traditionally, similar instruction and integration with existing systemsrequired the use of particular machine-to-machine forms of communicationbased on data layers such as Application Programming Interfaces (APIs)which operate at an architectural layer or data layer beneath a userinterface. This form of data layer integration is normally costly,time-consuming, and generally requires substantial investment on behalfof an entity especially if the results are desired on a large-scale.Furthermore, transformation of existing systems to accommodate newlyrequired capabilities can be technically complex requiring trainedspecialists or expertise and can be risky for a large-scale entity.

The implementation of bots within an existing system provides adeparture from these traditional forms of integration. Bots are trainedto mimic user activity directly with a UI by only addressing apresentation layer of the computer system or device, not the underlyingdata layer of the system. The bot may transmit signals and commandselectronically which mimic or simulate input signal sent directlythrough the UI. For example, a bot may transmit signals which simulatemouse and keyboard inputs to execute commands and perform automatedtasks. These bot commands may not occur on a display device itself, butrather be performed in a virtual environment wherein the bot interpretsthe display of a screen electronically. Further, advantageously, thesebots can be “trained” or essentially programmed to execute tasks simplyby even a non-tech-savvy user through the use of simple drag and droptask functionality or configuration wizards without any required codingexperience or code-based instructions. Bots typically comprise some formof developer tools for defining jobs or tasks that may comprisestep-by-step instructions, rules, condition logic, if/then decisionmaking, or the like. A robot controller of the bot may act as a masterrepository for providing tasks, credentials, permissions, or the like tobots and users only when required in order to assign jobs whilemonitoring and reporting job execution and status. Meanwhile, the botsthemselves interact directly with the systems, applications, or the liketo complete said jobs. Bots may further comprise a process recorder forcapturing and recording a sequence of user actions for further trainingor completing tasks comprising said user actions. This feature may provevaluable for error analysis and correction and for user convenience aswell as for regulatory compliance with audits. Bots especially allowlarge entities to avoid the laborious process of traditional systemredesign typically associated with existing system integration of newtasks, systems, or the like. Bots allow for a simple, timely, andlow-cost alternative to traditional methods and are further attractivedue to their scalability, consistency, and reusability.

The present invention leverages robotic process automation (RPA)technology to overcome the technical difficulties and problems discussedabove to diagnose and rectify errors (such as communication channeldisconnections) experienced during typical operation of a system or userdevice. By leveraging robotic process automation technology, the presentinvention reduces the amount of computing resources required to executetasks when compared with executing the same tasks using a traditionalapplication programming interface (API). Furthermore, due to the simplenature of designing and tailoring the functions of bots, a user orentity would be able to avoid the costly and time-consuming process ofbuilding a new and complicated API-based systems from the ground up.Additionally, the bots are able to transform output signals to simulateinput signals related to input devices of a user interface (e.g.,keyboards, mouse, touch-screen, microphone, or the like) allowing forthe simulation of user input directly at the presentation layer of theapplication. Other applications or programs would not typically interactwith another application in this manner, instead interaction through thedata layer would require more complex programming. The bot applicationhowever interacts with the application at the user interface level andhas the ability to input information or data into another application,whereas a typical application would be waiting for an input.

Embodiments of the present invention are directed to providingconnection channel adaption using robotic automation. The inventionleverages a robotic process automation module to generate an operationrecord based on previous user device input in order to automaticallyrecover and continue a previous interaction with an entity platformconducted over a terminated connection channel. The system automaticallyestablishes a new connection channel upon determining the initialchannel termination while retaining previous user input interactionprogression within the entity platform. Further, the module may beconfigured to transform the user input to be compatible with the newconnection channel allowing for seamless continuation of the interactionto minimize downtime.

Furthermore, the system transforms user input previously provided by theuser to a new format in order to make the user input compatible with anew communication channel. The system may further transformcommunication channels themselves by, for example, integrating a thirdparty communication channel and/or interface into an entity platform. Inthis way, the system presents a unified platform appearance to the userfor interacting with the third party while retaining the user within theentity platform.

FIG. 1 provides a block diagram illustrating an automated connectionchannel adaption system and environment 100, in accordance with anembodiment of the invention. The environment 100 includes a user device110 associated and/or used with authorization of a user 104, a roboticprocess automation (RPA) system 130, an entity system 150, and a thirdparty system 170. In some embodiments, the user device 100 may comprisea plurality of user devices 110 a, 110 b, 110 c, and 110 d which may allbe associated with the user. It should be understood, that within theenvironment 100 there may be more than one of any of the components orsystems described or that one or more of components or systems may beembodied as a single system or device.

As used herein, a “processing device,” such as the processing devices114, 134, and 154 generally refers to a device or combination of deviceshaving circuitry used for implementing the communication and/or logicfunctions of a particular system. For example, a processing device mayinclude a digital signal processor device, a microprocessor device, andvarious analog-to-digital converters, digital-to-analog converters, andother support circuits and/or combinations of the foregoing. Control andsignal processing functions of the system are allocated between theseprocessing devices according to their respective capabilities. Theprocessing device may further include functionality to operate one ormore software programs based on computer-executable program codethereof, which may be stored in a memory. As the phrase is used herein,a processing device may be “configured to” perform a certain function ina variety of ways, including, for example, by having one or moregeneral-purpose circuits perform the function by executing particularcomputer-executable program code embodied in computer-readable medium,and/or by having one or more application-specific circuits perform thefunction.

As used herein, a “user interface” such as the user interfaces 116, 136,and 156, generally includes a plurality of interface devices and/orsoftware that allow a user to input commands and/or data to direct theprocessing device to execute instructions or tasks. For example, theuser interfaces presented in FIG. 1 may include a graphical userinterface (GUI) or an interface to input computer-executableinstructions that direct the processing device to carry out specificfunctions. The user interface employs certain input and output devicesto input data received from a user or output data to a user. When a userinteracts with the input and output devices, the device or systemgenerates a signal specific to that input device to process the userinteraction. These input and output devices may include a display,mouse, keyboard, keypad, button, touchpad, touch screen, microphone,speaker, LED, light, joystick, switch, buzzer, bell, and/or other userinput/output device for communicating with one or more systems, devices,and/or other users. Typically a user interacts with a user interface ofa device which is managed by and bridged to data accessed by a datalayer via a presentation layer. The presentation layer communicates withthe data layer to translate messages, commands, and the like between theuser and the data layer of an application.

As used herein, a “memory device” such as memory devices 118, 138, and158, generally refers to a device or combination of devices that storeone or more forms of computer-readable media for storing data and/orcomputer-executable program code/instructions. Computer-readable mediais defined in greater detail below. For example, in one embodiment, thememory device includes any computer memory that provides an actual orvirtual space to temporarily or permanently store data and/or commandsprovided to the processing device when it carries out its functionsdescribed herein.

As used herein, a “communication device” generally includes a modem,server, transceiver, and/or other device for communicating with otherdevices on a network, and/or a user interface for communicating with oneor more customers. Referring again to FIG. 1, the communication devices112, 132, and 152 comprise communication interfaces having one or moredevices configured to communicate with one or more other devices on anetwork, such as a mobile device, a cellular or landline device, apersonal computing device, a server, a distributed computing cluster,third party systems, and/or the like. The processing device isconfigured to use the network communication device to transmit and/orreceive data and/or commands to and/or from the other devices connectedto the network. Each communication interface described herein generallyincludes hardware, and, in some instances, software, that enables thecomputer system, to transport, send, receive, and/or otherwisecommunicate information to and/or from the communication interface ofone or more other systems on the network. For example, the communicationinterface of the user input system may include a wireless transceiver,modem, server, electrical connection, and/or other electronic devicethat operatively connects the user input system to another system. Thewireless transceiver may include a radio circuit to enable wirelesstransmission and reception of information. A communication device and/orcommunication interface may be used by the system to establish one ormore communication or connection channels between users, devices,systems, or the like.

The systems and devices communicate with one another over the network102 and perform one or more of the various steps and/or methodsaccording to embodiments of the disclosure discussed herein. The network102 may include a local area network (LAN), a wide area network (WAN),and/or a global area network (GAN). The network 102 may provide forwireline, wireless, or a combination of wireline and wirelesscommunication between devices in the network. In one embodiment, thenetwork 102 includes the Internet. In some embodiments, the network 102may comprise a cellular or landline network.

The user device 110 includes a communication device 112 communicablycoupled with a processing device 114, which is also communicably coupledwith a memory device 118. In some embodiments, the communication device112 may also comprise a GPS transceiver capable of determining ageographic location associated with the user device 110. The processingdevice 114 is configured to control the communication device 112 suchthat the user device 110 communicates across the network 102 with one ormore other systems. The processing device 114 is also configured toaccess the memory device 118 in order to read the computer readableinstructions 122, which in some embodiments includes a user application124. The user application 124 allows for communication of the userdevice 110 with the other systems and devices within the environment 100such as the RPA system 130 and/or entity system 150. The userapplication 124 allows the user 104 to receive information transmittedas well as input information requested by the other systems andcommunicate with and request the execution of tasks from the RPA system130, application, or module; the entity system 150; one or more thirdparties; and/or other entities. In some embodiments, the userapplication 124 further allows the user to interact with and/ormanipulate the user application 124 via the user device 110 and the userinterface 116. The memory device 118 also includes a data repository 120or database for storing pieces of data or files that can be accessed bythe processing device 114.

The robotic process automation (RPA) system 130 includes a communicationdevice 132 communicably coupled with a processing device 134, which isalso communicably coupled with a memory device 138. The processingdevice 134 is configured to control the communication device 122 suchthat the RPA system 130 communicates across the network 102 with one ormore other systems. The processing device 134 is also configured toaccess the memory device 138 in order to read the computer readableinstructions 142, which in some embodiments includes a RPA module 144 orapplication. The RPA module 144 allows for communication with the othersystems and devices within the environment 100 such as the user device110 and/or the entity system 150 and for the customization andinstallation of a RPA module or “bot” on another device in the systemsuch as the user device 110. The memory device 138 also includes a datarepository 140 or database for storing pieces of data or files that canbe accessed by the processing device 134. In some embodiments, the datarepository 140 may be used to store an operation record of user actionsor an error log, said user actions or input may be then substantiallyreplicated or simulated by the RPA module. In some embodiments, the datarepository 140 further comprises a suite of additional applications orbuilt in functions for use by the RPA system 130. In some embodiments,the RPA system 130 may be part of the user device 110 and/or entitysystem 150.

The entity system 150 includes a processing device 154 operativelycoupled to a network communication device 152 and a memory device 158.The processing device 154 is configured to control the communicationdevice 152 such that the entity system 150 communicates across thenetwork 102 with one or more other systems. The processing device 154 isalso configured to access the memory device 158 in order to read thecomputer readable instructions 162, which in some embodiments includesan entity platform 164 or application. The entity platform 164 allowsfor communication with the other systems and devices within theenvironment 100 such as the user device 110 and/or the RPA system 130.The platform may provide the entity with an integrated hub for executingoperations and tasks from a collection of products, applications, anddata used and stored by the entity. The platform may further comprise acentralized collection of a plurality of communication channels whichmay be monitored and accessed by and presented to representatives of theentity to facilitate interactions with users or customers. In someembodiments, the entity platform 164 may be an internal softwareapplication for collecting and providing access to the totality of theentity systems and data provided a user accessing said application hasproper authentication credentials. In some embodiments, tasks oroperations requested by the user of the entity are routed through andexecuted by the entity platform 164. The memory device 158 also includesa data repository 160 or database for storing pieces of data or filesthat can be accessed by the processing device 154. In some embodiments,the data repository 160 may store user information or device informationfor a user or device that is associated with the entity (e.g., acustomer and the customer's device).

The environment 100 may further comprise one or more third party systems170 which may be constructed substantially similarly to the othersystems described herein such as the entity system 150.

The user application 124, the RPA module 144, and the entity application164 are for instructing the processing devices on their respectivesystems to perform various steps of the methods discussed herein, and/orother steps and/or similar steps. In various embodiments, one or more ofthe various applications discussed are included in the computer readableinstructions stored in a memory device of one or more systems or devicesother than their respective systems and/or devices. For example, in someembodiments, the RPA module 144 is stored and configured for beingaccessed by a processing device of the user device 110 connected to thenetwork 102. In various embodiments, the user application 124, the RPAmodule 144, and the entity application 164 are stored and executed bydifferent systems/devices. In some embodiments, the discussedapplications may be similar and may be configured to communicate withone another. In some embodiments, the various applications may beconsidered to be working together as a singular application despitebeing stored and executed on different systems.

In various embodiments, one or more of the systems discussed above, suchas the entity system 150, may be embodied as more than one system andthe various components of the system are not collocated, and in variousembodiments, there are multiple components performing the functionsindicated herein as a single device. For example, in one embodiment,multiple processing devices may perform the functions of the processingdevice 134 of the RPA system 130 described herein. Furthermore, one ormore of the various device and/or systems described herein may beembodied as one or more combined devices and/or systems.

In various embodiments, the user device 110, the RPA system 130, theentity system 150, and/or other systems may perform all or part of a oneor more method or process steps discussed above and/or other methodsteps in association with the method steps discussed above. Furthermore,some or all the systems/devices discussed here, in association withother systems or without association with other systems, in associationwith steps being performed manually or without steps being performedmanually, may perform one or more of the steps of one or more of themethod discussed herein, or other methods, processes or steps discussedherein or not discussed herein.

FIG. 2 provides a high-level process flow for configuring a roboticprocess automation module, in accordance with embodiments of theinvention. Referring now to block 202 of FIG. 2, the system initiallyestablishes a first communication channel with a user device associatedwith the user. As used herein, a “communication channel”, “connectionchannel”, “connection”, or “channel” may refer to any pathway allowingfor an interaction between a user and an entity. As illustrated in FIG.4, a communication channel may comprise an application (e.g., a mobiledevice application), a cellular or landline phone line, a text-basedchat or messaging service, a webpage, and an in-person interaction(i.e., an interaction between a user and a representative of the entityat a brick-and-mortar location). Establishment of said firstcommunication channel comprises generating a connection between the userdevice and one or more of the other systems and devices described herein(e.g., the entity system 130 or the RPA system) to conduct aninteraction. In some embodiments, the system may establish one or morefirst communication channels, wherein an interaction may be conductedover a plurality of communication channels (e.g., the user communicateswith the entity over the phone while performing tasks on webpage of theuser's computer related to the same interaction).

Next at block 204 of FIG. 2, the system receives, via the firstcommunication channel, a first user input from the user on the userdevice for interacting with an entity platform. The first user input maycomprise any user interaction or operation performed via the userinterface of the user device through a particular communication channel(e.g., data entry into a blank field, selection from a drop-down menu,entry of a number on a keypad, a spoken command provided through amicrophone receiver, or the like). The one or more operations can beexecuted manually by the user via a user interface or automatically bythe user device or application itself (e.g., a text autofill function).The system monitors for one or more inputs of the user via the userdevice and/or an application executed on the user device. The systemgenerates an operation record using the RPA module. The operation recordgenerally comprises a recording of the user inputs or operationsexecuted on the user device. In some embodiments, the RPA module maymonitor, receive, and store the one or more user inputs or operations.

The operation record may further comprise user information, deviceinformation, or the like in addition to the record of operations. Forexample, the operation record may be used to store device informationsuch as resource use and availability, device identification information(e.g. serial numbers, device specifications), or the like. Additionally,the operation record may further comprise user information such asusernames, passwords, authentication credentials, or other personalidentifying information which may have been input and/or stored by theuser within the application during operation. Further, the operationrecord may comprise any data or information entered by the user into auser interface of the application (e.g., selected options, alteredsettings, completed fields or the like). The operation record may becollected as a list of executed commands or input data detected by thesystem such as in a text file, .csv file, or the like.

At block 206 of FIG. 2, the system configures a robotic processautomation (RPA) module to execute the first user input on the entityplatform via one or more communication channels. As previouslydiscussed, the RPA module may be configured to detect one or more inputsof the user on the user device for interaction with the entity platformand simulate those same inputs on a presentation layer of a userinterface. The RPA module may be configured to execute the previouslycollected operation record of the user on the entity platform on behalfof the user without requiring a user to reenter the first user input.Specifically, the RPA module may execute said user inputs on theplatform when the first communication channel is terminated. In thisway, previous interaction progress achieved by the user after theinitial establishment of the first communication channel can bepreserved without requiring the user to repeat the previous user input.For example, this may be especially convenient to the user aftercompleting a series of time-consuming forms or documents. Additionally,this process may improve data consistency by eliminating the potentialfor the entry of incongruous data by the user during a reentry of saiddata.

As the user input may be executed by the RPA module on one or morecommunication channels that are different than the first communicationchannel, in some embodiments, the RPA module is configured to transformthe received user input from one format that is compatible with thefirst communication channel to another format that is compatible withanother communication channel. For example, the module may convert anumber spoken by the user over a microphone receiver of a telephone intotext for entry into a field of a webpage or application. The RPA modulemay accomplish this user input conversion by referencing a similar pastinteractions or conversions, identifying extracted values input by theuser (e.g., identifying the format of a social security number, address,phone number, or the like), identifying keywords or other entries fromentry fields, referencing a look-up table, and/or through manualconfiguration. The RPA module may require at least initial programmingor “teaching” by a user or entity representative to be configured fortransforming a format of a user input. In some embodiments, the modulemay leverage machine learning to further improve conversion by betterrecognizing a type and form of a user input and the equivalent userinput format in other communication channels through repeated operationof the module.

In some embodiments, the system installs and/or configures the RPAmodule on the user device. Installation of the RPA module on a devicemay be triggered through a manual installation of the module by theuser. For instance, the user may select and download the module from asource such as an app store. In another embodiment, the user device maybe commanded by one of the other systems described herein (e.g., the RPAsystem) to automatically install the RPA module on the user device withat most minimal input from the user such as accepting the installationwhen prompted. The installation command and/or the installation itselfmay occur remotely over the network. In yet another embodiment of theinvention, the RPA module may be installed to the user device throughanother application (e.g., a customer support application, a mobilebanking application, an entity's internal operations application, or thelike). For example, a client may be accessing a mobile bankingapplication associated with a banking entity on a mobile device. Upondetecting access to the mobile banking application via the mobiledevice, the banking entity's system may automatically instruct the userdevice to install the RPA module via the mobile banking application withor without requiring explicit permission from the user. In otherembodiments, the RPA module may be installed and hosted on a systemother than the user device (e.g., the RPA system or entity system),wherein the RPA module remotely interacts with the user device over thenetwork. In some embodiments, the RPA module may be installed inresponse to establishment of the first communication channel, whereinthe module may be installed over the first communication channel. Insome embodiments, the RPA module may command the processing device ofthe user device to execute one or more operations or previouslyperformed user inputs. In some embodiments, the RPA module may operatein the background of another application without interrupting the normaloperating routine of the user within an application. For example, theone or more operations may comprise the user executing a series ofcommands within an application, deleting or otherwise altering files,entering data or information via a user interface, or the like. In someembodiments, the RPA module may be first configured on the entity systembefore being installed on the user device already configured. In yetother embodiments, the RPA module may be configured and operated fromthe entity system, wherein the RPA module performs its functions withthe user device over the network.

In some embodiments, the RPA module may be configured to connect withthe user upon establishment of a communication channel in order toautomatically authenticate the user before being connected with a systemor representative of the entity. The RPA module may communicate with theuser device and receive authentication information from the user and/oruser device and compare the received information to an authenticationdatabase to determine a match between the received and storedauthentication information to determine that the user and/or user deviceare an authenticated or authorized user and/or user device. The RPAmodule may then automatically transfer and connect the pre-authenticateduser to the entity system or representative over the previouslyestablished communication channel. In this way, the user and/or userdevice may be authenticated before the interaction, thus saving time andresources. In some embodiments, the received authentication informationmay be stored and automatically entered by the RPA module whenautomatically establishing a new communication channel.

In some embodiments, the RPA module may be configured to for naturallanguage processing and/or sentiment analysis to determine a state ormood of a user prior to or during an interaction with the entity (i.e.,via a system or entity representative). The RPA module may usespeech-to-text functions and/or other input device of the user device(i.e., a keyboard and mouse, an audio receiver, a touch screeninterface, etc.) to determine the state or mood of the user. Based onthe determined state or mood of the user, the RPA module may then alterone or more conditions of the interaction and/or communication channelestablished with the user (e.g., type of communication channel, responsetime, position of representative connected to, etc.). For example, theRPA module may identify disgruntled talking of a user on hold, erraticbreathing patterns, elevated voice volume, or the like and, in response,automatically route the user to a faster response tier for a better userexperience and user retention.

Continuing the process of FIG. 2 and referring now to FIG. 3, at block302, the system detects a termination of the first communicationchannel. A termination of the first communication channel may be anunintentional termination resulting from user error or technicaldifficulties. For example, the termination of the first communicationmay comprise a dropped call, a device disconnection from the network, amalfunction of a user input device, or the like. The termination of thefirst communication channel may also be an intentional termination,wherein the user or the system actively terminates the connection basedon one or more conditions. For example, the system may detect an errorwith the communication channel itself such as high latency, constantdisconnecting and reconnecting, poor connection quality, poor reception,or the like. The system may also detect a user difficulty with thecurrent communication channel. For example, the system may detect anumber of user input errors exceeding a predetermined threshold, alength of time between user inputs over a predetermined threshold, asignal error received from a user input device, a user request for analternative communication channel, or the like which would indicate auser difficulty or a user preference for an alternative connectionchannel type. In response, the system may intentionally andautomatically terminate the current communication channel. The systemmay further request user approval before terminating the current channeland inform the user of the termination before terminating the channel.The system may also inform the user of an alternative communicationchannel that will instead be used.

At block 304 of FIG. 3, the system automatically establishes the secondcommunication channel with the user device based on detecting thetermination of the first communication channel. Typically, the secondcommunication channel is a different communication channel than thefirst to resolve any issues surrounding the previous termination. Inthis way, an inconvenience to the user as a result of a previouslyterminated communication channel may be reduced or eliminated, whereinthe previous interaction may be continued with minimal downtime.

In some embodiments, the system may first attempt to reestablish thefirst communication channel before automatically establishing the secondcommunication channel. In response to a failed attempt to reestablishthe first communication channel, the system may automatically establishthe new, second communication channel to continue the interaction withthe user. The system may determine the failed attempt at reestablishingthe second communication channel after attempting to reestablish thefirst communication channel a predetermined number of times or for apredetermined length of time (e.g., 20 seconds).

In some embodiments, the system may establish the second communicationchannel via a second user device associated with the user. For example,the system may call a mobile device (e.g., a cellular phone) associatedwith the user after the user being disconnected from an onlineapplication on a computing device (e.g., a PC) associated with the user.In some embodiments, the selection of the second communication channeland/or the user device associated with the user may be determinedautomatically by the system. In other embodiments, the user may input aspecified alternative communication channel for continuing theinteraction. In some embodiments, the system may reference userpreferences of the user to automatically determine the secondcommunication channel and user device. For example, the user may havepreviously input a preference to never be contacted by a phone call andinstead to be contacted by text message.

Next, at block 306 of FIG. 3, the system executes, with the roboticprocess automation module via the second communication channel, thefirst user input on the entity platform. Typically, the system executesthe first user input in response to the previous determining of thetermination of the first communication channel and the establishing ofthe second communication channel. Execution of the first user input onthe entity platform may comprise simulating, mimicking, or reenteringthe first user input on the entity platform via the new, secondcommunication channel which, as previously discussed, may require thefirst user input to be in a new format. By automatically executing thefirst user input via the second communication channel, the userinteraction with the entity platform may be resumed immediately ornearly immediately following a previous termination of the initialcommunication channel. In this way, the interaction may be resumed withany previous progress preserved by the RPA module so that the user isnot required to reenter information or data.

Essentially, the simulated user input executed by the RPA module acts asa back-up to the user's progress. In some embodiments, the RPA modulemay be configured to execute the user input in parallel with the user inreal-time within a virtual environment, wherein the progress of thesimulated user input may be transferred to the new communication channelto resume the interaction.

As previously discussed, the RPA module interacts directly with apresentation layer of the entity platform to simulate user inputreceived from the input devices or user interfaces of the variouscommunication channels. In this way, the RPA module can execute anoperation while simulating a user interaction with the platform. Bysimulating a user input and interacting directly with the presentationlayer of the application, the RPA module can be easily implementedwithout the need to design a more complex solution for interacting witha data layer of the platform.

Moving on to block 308 of FIG. 3, the system next receives, via thesecond communication channel, a second user input from the user on theuser device for interaction with the entity platform. The second userinput is a new user input for continuance of the recovered or preservedinteraction between the user via the user device and the entityplatform. The second user input is able to continue the interaction fromthe end of the first user input at the point of termination of the firstcommunication channel.

Finally, at block 310 of FIG. 3, the system merges the first user inputrecovered and executed with the robotic process automation module andthe second user input to create a complete user input itinerary. Thecomplete user input itinerary typically comprises all user inputreceived by the entity platform from the plurality of user devicesassociated with the user over the course of the interaction with theentity.

In some embodiments, after receiving the second user input via the newlyestablished second communication channel, the system may furtherconfigure the RPA module to execute the first user input and the seconduser input. Similar to the previously discussed process, in response todetecting a termination of the second communication channel andestablishing a third communication channel, the RPA module executes viathe third communication channel the first and second user inputs on theentity platform, thereby again recovering all previous interactionprogress. The complete user itinerary may also be updated afterreceiving additional user input following recovery. In some embodiments,the system may revert to and reestablish the first communication channelas the third communication channel upon termination of the secondcommunication channel. In other embodiments, the first, second, andthird communication channels may all be different communicationchannels.

In some embodiments, the entity system and or other systems may be incommunication with a third party system as illustrated in the systemenvironment 100 of FIG. 1. The third party may be an outside vendor,service provider, or the like associated with the entity and/or theuser, wherein products, services, and/or data may be request or requiredfrom the third party by the user and/or the entity. The system mayestablish a third party communication channel with the third partysystem to access said products, services, and/or data. In someembodiments, the system may integrate the third party communicationchannel within the entity platform to present the user with a unifiedthird party communication channel presented within the entity platform.In this way, the system may continue a user interaction requiring thirdparty involvement while retaining the user within the entity platform.

In some embodiments of the invention one or more of the systemsdescribed herein may be combined with each other, or otherwise performthe functions of the other systems described herein. In otherembodiments of the invention one or more of the applications describedherein may be combined with each other, or otherwise perform thefunctions of the other applications described herein. Furthermore, theapplications may be any type of application, such as an applicationstored on a desktop, server, or other device, a mobile applicationstored on a mobile device, a cloud application, or other likeapplication. As such, the applications described herein, or portions ofthe applications described herein may be stored and operated on any ofthe systems or devices described herein.

Moreover, it should be understood that the process flows describedherein include transforming the information sent and/or received fromthe applications of the different systems (e.g., internally orexternally) and/or the devices from one or more data formats into a dataformat associated with the application for display to the user on theuser device. There are many ways in which information is convertedwithin the system environment. This may be seamless, as in the case ofupgrading to a newer version of a computer program. Alternatively, theconversion may require processing by the use of a special conversionprogram, or it may involve a complex process of going throughintermediary stages, or involving complex “exporting” and “importing”procedures, which may converting to and from a tab-delimited orcomma-separated text file. In some cases, a program may recognizeseveral data file formats at the data input stage and then is alsocapable of storing the output data in a number of different formats.Such a program may be used to convert a file format. If the sourceformat or target format is not recognized, then at times a third programmay be available which permits the conversion to an intermediate format,which can then be reformatted.

As will be appreciated by one of skill in the art, the present inventionmay be embodied as a method (including, for example, acomputer-implemented process, a business process, and/or any otherprocess), apparatus (including, for example, a system, machine, device,computer program product, and/or the like), or a combination of theforegoing. Accordingly, embodiments of the present invention may takethe form of an entirely hardware embodiment, an entirely softwareembodiment (including firmware, resident software, micro-code, etc.), oran embodiment combining software and hardware aspects that may generallybe referred to herein as a “system.” Furthermore, embodiments of thepresent invention may take the form of a computer program product on acomputer-readable medium having computer-executable program codeembodied in the medium.

Any suitable transitory or non-transitory computer readable medium maybe utilized. The computer readable medium may be, for example but notlimited to, an electronic, magnetic, optical, electromagnetic, infrared,or semiconductor system, apparatus, or device. More specific examples ofthe computer readable medium include, but are not limited to, thefollowing: an electrical connection having one or more wires; a tangiblestorage medium such as a portable computer diskette, a hard disk, arandom access memory (RAM), a read-only memory (ROM), an erasableprogrammable read-only memory (EPROM or Flash memory), a compact discread-only memory (CD-ROM), or other optical or magnetic storage device.

In the context of this document, a computer readable medium may be anymedium that can contain, store, communicate, or transport the programfor use by or in connection with the instruction execution system,apparatus, or device. The computer usable program code may betransmitted using any appropriate medium, including but not limited tothe Internet, wireline, optical fiber cable, radio frequency (RF)signals, or other mediums.

Computer-executable program code for carrying out operations ofembodiments of the present invention may be written in an objectoriented, scripted or unscripted programming language such as Java,Perl, Smalltalk, C++, or the like. However, the computer program codefor carrying out operations of embodiments of the present invention mayalso be written in conventional procedural programming languages, suchas the “C” programming language or similar programming languages.

Embodiments of the present invention are described above with referenceto flowchart illustrations and/or block diagrams of methods, apparatus(systems), and computer program products. It will be understood thateach block of the flowchart illustrations and/or block diagrams, and/orcombinations of blocks in the flowchart illustrations and/or blockdiagrams, can be implemented by computer-executable program codeportions. These computer-executable program code portions may beprovided to a processor of a general purpose computer, special purposecomputer, or other programmable data processing apparatus to produce aparticular machine, such that the code portions, which execute via theprocessor of the computer or other programmable data processingapparatus, create mechanisms for implementing the functions/actsspecified in the flowchart and/or block diagram block or blocks.

These computer-executable program code portions may also be stored in acomputer-readable memory that can direct a computer or otherprogrammable data processing apparatus to function in a particularmanner, such that the code portions stored in the computer readablememory produce an article of manufacture including instructionmechanisms which implement the function/act specified in the flowchartand/or block diagram block(s).

The computer-executable program code may also be loaded onto a computeror other programmable data processing apparatus to cause a series ofoperational steps to be performed on the computer or other programmableapparatus to produce a computer-implemented process such that the codeportions which execute on the computer or other programmable apparatusprovide steps for implementing the functions/acts specified in theflowchart and/or block diagram block(s). Alternatively, computer programimplemented steps or acts may be combined with operator or humanimplemented steps or acts in order to carry out an embodiment of theinvention.

As the phrase is used herein, a processor may be “configured to” performor “configured for” performing a certain function in a variety of ways,including, for example, by having one or more general-purpose circuitsperform the function by executing particular computer-executable programcode embodied in computer-readable medium, and/or by having one or moreapplication-specific circuits perform the function.

Embodiments of the present invention are described above with referenceto flowcharts and/or block diagrams. It will be understood that steps ofthe processes described herein may be performed in orders different thanthose illustrated in the flowcharts. In other words, the processesrepresented by the blocks of a flowchart may, in some embodiments, beperformed in an order other that the order illustrated, may be combinedor divided, or may be performed simultaneously. It will also beunderstood that the blocks of the block diagrams illustrated, in someembodiments, are merely conceptual delineations between systems and oneor more of the systems illustrated by a block in the block diagrams maybe combined or share hardware and/or software with another one or moreof the systems illustrated by a block in the block diagrams. Likewise, adevice, system, apparatus, and/or the like may be made up of one or moredevices, systems, apparatuses, and/or the like. For example, where aprocessor is illustrated or described herein, the processor may be madeup of a plurality of microprocessors or other processing devices whichmay or may not be coupled to one another. Likewise, where a memory isillustrated or described herein, the memory may be made up of aplurality of memory devices which may or may not be coupled to oneanother.

While certain exemplary embodiments have been described and shown in theaccompanying drawings, it is to be understood that such embodiments aremerely illustrative of, and not restrictive on, the broad invention, andthat this invention not be limited to the specific constructions andarrangements shown and described, since various other changes,combinations, omissions, modifications and substitutions, in addition tothose set forth in the above paragraphs, are possible. Those skilled inthe art will appreciate that various adaptations and modifications ofthe just described embodiments can be configured without departing fromthe scope and spirit of the invention. Therefore, it is to be understoodthat, within the scope of the appended claims, the invention may bepracticed other than as specifically described herein.

1. A system for connection channel adaption using robotic automation,the system comprising: a memory device comprising an entity platformassociated with an entity and a robotic process automation module; acommunication device in communication with a plurality of user devicesassociated with a user via a network; and a first processing deviceoperatively coupled to the memory device and the communication device,wherein the processing device is configured to: establish a firstcommunication channel with a user device associated with the user;receive, via the first communication channel, a first user input fromthe user on the user device for interacting with the entity platform;configure the robotic process automation module based on the first userinput, wherein the robotic process automation module is configured toexecute the first user input on the entity platform via one or morecommunication channels in response to (1) the first communicationchannel being terminated and (2) a second communication channel beingestablished; detect a termination of the first communication channel;based on detecting the termination of the first communication channel,automatically establish the second communication channel with the userdevice associated with the user; in response to (1) detecting thetermination of the first communication channel and (2) establishing thesecond communication channel, execute with the robotic processautomation module via the second communication channel, the first userinput on the entity platform; receive, via the second communicationchannel, a second user input from the user on the user device forinteracting with the entity platform; and merge the first user inputexecuted with the robotic process automation module and the second userinput to create a complete user input itinerary, wherein the completeuser input itinerary comprises all user inputs over a course of aninteraction with an entity.
 2. The system of claim 1, whereinconfiguring the robotic process automation module based on the firstuser input further comprises configuring the robotic process automationmodule to transform the first user input from a first format compatiblewith the first communication channel to a second format compatible withthe second communication channel.
 3. The system of claim 2, wherein therobotic process automation module is configured to transform the firstuser input from a first format to a second format based on manualconfiguration, a look-up table, past interactions, and/or identifyingextracted values, entries, or keywords from entry fields.
 4. The systemof claim 1, wherein establishing the one or more communication channelscomprises: establishing a third party communication channel with a thirdparty system; and integrating the third party communication channelwithin the entity platform to present the user with a unified thirdparty communication channel within the entity platform.
 5. The system ofclaim 1, wherein the first processing device is further configured to:attempt to reestablish the first communication channel beforeestablishing the second communication channel; determine a failedattempt to reestablish the first communication channel; in response todetermining the failed attempt, automatically establish the secondcommunication channel.
 6. The system of claim 5, wherein the firstprocessing device is further configured to attempt to reestablish thefirst communication channel a predetermined number of times or for apredetermined length of time before automatically establishing thesecond communication channel.
 7. The system of claim 1, wherein thefirst processing device is further configured to: configure the roboticprocess automation module based on the first user input and second userinput, wherein the robotic process automation module is configured toexecute the first user input and the second user input via the one ormore communication channels in response to (1) the second communicationchannel being terminated and (2) a third communication channel beingestablished; detect a termination of the second communication channel;based on detecting the termination of the second communication channel,automatically establish the second communication channel with the userdevice associated with the user; in response to (1) detecting thetermination of the second communication channel and (2) establishing thethird communication channel, execute with the robotic process automationmodule via the third communication channel, the first user input and thesecond user input on the entity platform; receive, via the thirdcommunication channel, a third user input from the user on the userdevice for interacting with the entity platform; and update the completeuser input itinerary with the third user input.
 8. The system of claim7, wherein the third communication channel is the first communicationchannel and the first communication channel is reestablished upontermination of the second communication channel.
 9. The system of claim7, wherein the first, second, and third communication channels aredifferent communication channels.
 10. The system of claim 1, wherein theone or more communication channels comprise an application installed onthe user device, a phone line, a text communication or chat, a webpage,and an in-person interaction with a representative of the entity. 11.The system of claim 1, wherein the entity platform comprises anintegrated interaction system configured for communicating andinteracting with the user via the plurality of user devices.
 12. Thesystem of claim 1, wherein the robotic process automation module isinstalled on the user device over the one or more communication channelsand executes, via a second processing device associated with the userdevice, input on the user device.
 13. The system of claim 1, wherein therobotic process automation module simulates actual user input with auser interface by interacting directly with a presentation layer of theentity platform instead of a data layer.
 14. The system of claim 1,wherein the termination of the first communication channel isunintentional.
 15. The system of claim 1, wherein the firstcommunication channel is terminated intentionally based on determiningat least one of a channel error and a user difficulty associated withthe first communication channel.
 16. The system of claim 1, wherein thesecond communication channel is established via a second user deviceassociated with the user.
 17. The system of claim 1, wherein the secondcommunication channel is selected based on user preferences of the user.18. A computer program product for connection channel adaption usingrobotic automation, the computer program product comprising at least onenon-transitory computer-readable medium having computer-readable programcode portions embodied therein, the computer-readable program codeportions comprising: an executable portion configured for establishing afirst communication channel with a user device associated with a user;an executable portion configured for receiving, via the firstcommunication channel, a first user input from the user on a user deviceassociated with the user for interacting with an entity platform; anexecutable portion configured for configuring a robotic processautomation module based on the first user input, wherein the roboticprocess automation module is configured to execute the first user inputon the entity platform via one or more communication channels inresponse to (1) the first communication channel being terminated and (2)a second communication channel being established; an executable portionconfigured for detecting a termination of the first communicationchannel; an executable portion configured for, based on detecting thetermination of the first communication channel, automaticallyestablishing the second communication channel with the user deviceassociated with the user; an executable portion configured for, inresponse to (1) detecting the termination of the first communicationchannel and (2) establishing the second communication channel, executingwith the robotic process automation module via the second communicationchannel, the first user input on the entity platform; an executableportion configured for receiving, via the second communication channel,a second user input from the user on the user device for interactingwith the entity platform; and an executable portion configured formerging the first user input executed with the robotic processautomation module and the second user input to create a complete userinput itinerary, wherein the complete user input itinerary comprises alluser inputs over a course of an interaction with an entity.
 19. Thecomputer program product of claim 18, wherein configuring the roboticprocess automation module based on the first user input furthercomprises configuring the robotic process automation module to transformthe first user input from a first format compatible with the firstcommunication channel to a second format compatible with the secondcommunication channel.
 20. A computer-implemented method for connectionchannel adaption using robotic automation, the method comprising:establishing a first communication channel with a user device associatedwith a user; receiving, via the first communication channel, a firstuser input from the user on a user device associated with the user forinteracting with an entity platform; configuring a robotic processautomation module based on the first user input, wherein the roboticprocess automation module is configured to execute the first user inputon the entity platform via one or more communication channels inresponse to (1) the first communication channel being terminated and (2)a second communication channel being established; detecting atermination of the first communication channel; based on detecting thetermination of the first communication channel, automaticallyestablishing the second communication channel with the user deviceassociated with the user; in response to (1) detecting the terminationof the first communication channel and (2) establishing the secondcommunication channel, executing with the robotic process automationmodule via the second communication channel, the first user input on theentity platform; receiving, via the second communication channel, asecond user input from the user on the user device for interacting withthe entity platform; and merging the first user input executed with therobotic process automation module and the second user input to create acomplete user input itinerary, wherein the complete user input itinerarycomprises all user inputs over a course of an interaction with anentity.